Lead Coordinator

Location: Charlotte,North Carolina,United States

Summary:

The Lead Coordinator plays a pivotal role in supporting the Outside Sales Team by ensuring high-quality appointments, optimizing appointment scheduling, and addressing day-of issues with customers. This position requires excellent communication skills, a focus on customer satisfaction, and a proactive approach to managing schedules and problem-solving.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Qualifications

· High School Diploma or equivalent required.

· 1-2 years of administrative or customer service experience preferred.

· Strong verbal and written communication skills.

· Proficient in CRM systems (Salesforce, SAP, etc.) and telephony platforms (Nice, Five9, etc.).

· Ability to manage multiple tasks with strong attention to detail.

· Comfortable de-escalating conversations and overcoming objections.

· Flexible and resilient when handling shifting priorities and business conditions.

Knowledge, Skills, and Abilities

· Strong interpersonal and customer service skills.

· Proficient in Microsoft Office Suite, particularly Excel, Word, and Outlook.

· Ability to multitask and work collaboratively in a fast-paced environment.

· Demonstrates a problem-solving mindset and proactive communication.

· Ability to work independently

Supervisory Responsibilities

Essential Functions

· Manage the quality and capacity of appointments for the Outside Sales Team.

· Ensure a 90% or higher confirmation rate for scheduled appointments.

· Monitor SMS messaging and promptly respond to homeowner inquiries.

· Reschedule canceled appointments quickly via phone or text communication.

· Review the appointment calendar daily to optimize scheduling and pull forward appointments as

needed.

· Follow Renewal by Andersen’s confirmation process to verify appointment details.

· De-escalate customer concerns and clarify expectations effectively.

· Assist with administrative tasks, including accurate lead checks and notes. · Support a culture of customer and team member delight. · Other job duties as assigned

Physical Demands

· Sitting for Extended Period

· Visual Acuity

· Speaking and Hearing

· Communication

· Travel

Work Environment

· Standard office setting with a collaborative atmosphere.

· Fast-paced environment requiring flexibility to adapt to shifting priorities.

· May involve occasional remote work on Sundays or special tasks.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the position. All employees may have other duties assigned at any time.

Renewal by Andersen is the full-service window-replacement division of 120-year-old Andersen Corporation, the owner of the most trusted family of window brands in America. Renewal by Andersen was founded with a mission to redefine the industry and to offer a different—and better—window-replacement experience. Renewal by Andersen has 10 company-owned locations and over 50 independently owned “affiliates” across the United States.

 

S&L Windows is a Renewal by Andersen affiliate that operates in three markets: Charlotte, NC; Columbia, SC; and Greenville/Asheville/Spartanburg. S&L Windows prides itself on being an experienced, reliable partner for its customers by offering superior products and operating with a Green Diamond service mindset. As a family-owned and operated business, S&L Windows is an active member of the community and routinely engages in charitable work through more than a dozen nonprofit organizations.

 

Renewal by Andersen and S&L Windows are proud equal-opportunity employers. We are committed to fair hiring practices and to creating a welcoming environment for all team members.

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